BlueOcean

OCTOBER 6, 2020

Let’s face it: Contact center metrics that measure customer service as if it’s some kind of race (think Average Handle Time) are frankly table stakes. Those data points still play a role in measuring performance, but your partner should have their eyes set on the bigger picture of customer success.

Customer Care 156

Customer Care Contact Center Net Promoter Score Metrics 156

BlueOcean

FEBRUARY 7, 2019

Instead, we live in a customer-centric world, where metrics like Average Speed of Answer (ASA), Average Handle Time (AHT), and First Call Resolution (FCR) are, by themselves, short-sighted and more focused on controlling costs instead of enhancing the experience. Secrets to Incredible Customer Service with Paul R.

Metrics 219

Metrics Customer Care 2019 Measurement 219

Zeisler Consulting

NOVEMBER 9, 2022

Anybody who’s read much of what I have to say about Customer insights and Voice of the Customer (VoC) knows I’m quite critical of legacy KPIs like CSAT and NPS. That said, if I didn’t really believe that there’s a better way to do things, I’d not have invented a new top-level CX metric of my own (the Brand Alignment Score ).

NPS 72

NPS Metrics Effort Score Average Handle Time 72

Playvox

JUNE 22, 2023

Ultimately delivering outstanding customer experiences should be a strategic business priority for organizations if it isn’t already. For customer support leaders, metrics tied to the goal of delivering and improving upon outstanding customer care and experiences should matter the most and be top priorities.

Call Center 52

Call Center Metrics Contact Center Net Promoter Score 52

Chattermill

JUNE 3, 2019

The company now loses out on all the economic benefits of happy customers, and employee morale dips as they fail to delight customers and knowingly deliver a rubbish experience. An overview of customer experience metrics. Net Promoter Score (NPS). Customer Satisfaction Score (CSAT).

Metrics 85

Metrics Measurement Customer Experience Net Promoter Score 85

delighted

SEPTEMBER 20, 2019

Flash forward to today’s tech-driven self-service economy and 70% of customers expect to be able to “help themselves” on a company’s website or application. Even if they have a problem with a product, 50% expect to find troubleshooting help online instead of contacting customer care. Hold times reduce.

Customer Service 45

Customer Service Customer Experience Net Promoter Score NPS 45

Pointillist

JANUARY 25, 2019

Net Promoter Score (NPS) Net Promoter Score (NPS) is a popular metric used to measure customer loyalty and satisfaction. Many companies find NPS appealing because it relies on a simple question: “How likely is it that you would recommend [company X] to a friend or colleague?”

Call Center 75

Call Center Metrics Definition Net Promoter Score 75